Purchase on ebay. Festool 800 machine bought, received a 10 euros package.

[par]

I live in Spain and I bought this product from ebay. de.
Sorry for my english. If you don't undestand something just ask me.
I bought a product (Festool) on ebay of 800 euros and the seller sent me a product that costs 10 euros.
When I had the tracking number, I check it and saw that he put me 1 KG and that was strange... what I bought  weighs more than 5 kg.
I received the package and it was very small one. There was no product that I bought.
The item that I bought it's a lot bigger that the one he sent me.

I get in touch with the seller.
The first messages was:
Hi. I received a single package of 1 kg. The rest when it  will arrived? Is there a tracking number? Thanks and regards.

I did not open the package, since I knew that inside her was not the item that I bought. The package really looked like an empty box... it did not weighed even 500 grams.
I also did not knew if it was good or bad to open the package...

And he answered me the following day: Hello. The UPS tracking ID is: here the track number.

I told him: The package that arrived has only 1 kg.

His response the next day was: That's normal - all of our packages have 1kg. It's not the real weight.

I told him:
But this was the right weight, because the package I received has only 1 kg. It is a very small package that does not contain the machine that I bought.
I asked when will I receive the actual item?

He replies:
What did you received?

Of course, I did not want to open the package in case that I was doing something wrong... I have never had problems with purchases and I do not know the policies of the sellers/ebay... In adittion in the package was not what I bought and I had no interest to opened it, because I was afraid to not being able to recovering my money back.
It did not matter what I had and I did not want to open it for fear of not recovering
I told him:
It is a small package with these dimensions: 4 cm x 18 cm x 28.5 cm.

He answer me: You should tell me what you received!!!! What was inside the box?

Then I talked to ebay and they told me that I can open the package that I am covered...

I opened it, I made a video, just in case, and I told the seller what was inside. Inside there was a product which costs 10 euros...

I told the seller what was inside and he answered:
Hello. Sorry for the wrong delivery. The package you have got will be picked up by ups in the next 1-2 days.
The machine what your order will be sent after you get the return.
Best regards.

I sent another message:
I paid € 800 and you sent me another thing, which costs 10 euros.
After sending you a lot of messages I am without money and without what I buy.
If you're wrong, why do not you send me what I buy?

He replies: Hi.
First of all I would like to apologize for the circumstances. Usually, we are not allowed to send the goods, before we received the wrong article again. We discuss this case and agree that
We can not let you wait any longer. So we will ship the item you ordered asap. You will receive
An email with tracking status after the delivery service picked up at our store. We hope that
I could solve this case for you and there will be no more problems.
Have a great day.
Best regards.

I send the package, he arrived last Friday and the seller did not told me anything.
Today I sent him a message:
When will you send me the product I bought?
He replied:
Your order has already been shipped with the following UPS tracking ID:
The track number he gave me it was the same track number of the first shipment (the package he received the first time, which was the 10 euro package, the one I returned...)

I don't know what to do anymore... The people from ebay.es had told me that they will get in contact with ebay germany... They told me the same thing that they did three times before.
No one contacted me.
I also don't know how to get in contact with ebay germany and speak in english. I sent them an english message, but they did not answered me.
The seller has more than 77000 votes and 99.5% of those are positive.

 

[Huxleywood]

Can you open an item not received case like you can on US eBay?

 

[RKA]

I think the person that responded to the last inquiry about the tracking number isn't the same individual you dealt with earlier.  They were probably too quick to respond to the inquiry and just grabbed the first tracking number they saw.  I would politely explain that you already contacted them about an incorrect product that was shipped and received (add the date and tracking number) and they have already agreed to ship out the correct item (add the date it was expected to ship).  You're just waiting on the tracking number for the second shipment with the correct item. 

 

[live4ever]

I am hoping this is an honest mistake and will work out.  It is surprising to me to see such scammy behavior from a seller that has that kind of high rating.  What was inside the package?  Was it even a Festool item?  Could item numbers have gotten mixed up easily?

I agree with RKA and am hoping you simply haven't been given the new tracking number. 

 

[oldie]

I would note what Huxleywood wrote in reply #1. 
(I also assume eBay policies pretty much the same everywhere) 

To open an item not received case asap, would help if any problems down the line, 
Also, carefully follow eBay guidelines regarding how to go about this. 

Doing this will not jeopardize any legitamite transaction. 
Hope works out ok. 

Richard (UK)

 

[Huxleywood]

A couple of things to note.  It is very easy to lose an email chain on eBay depending on what button you click to contact the seller.  If it is a high volume seller the email may be responded to by another person and without the full set of emails they may just look up the tracking number see it was delivered and respond based on that, or even if you get the same person if volume is high enough they may not remember the previous emails.  Lay out the full story in each email or make sure the email chain is intact.

Second, it is not unusual for the seller to want to know what you received this helps them pinpoint the issue and honestly I would be taken aback if a buyer wouldn't or couldn't tell me what they received.

Third, I would send an email outlining everything that has transpired and wait a reasonable time for a response (say 48hrs) if I got no response or felt uneasy about the response I would open a claim.  A claim will sit on the account and be hard to forget or ignore and will likely be handled quickly to avoid repercussions.  If this branch of eBay operates like US eBay you will likely be taken care of quickly.   

 

[jimbo51]

An important point is to be persistent. I have read of cases where buyers have gotten into trouble when the seller keeps making excuses until a particular time limit has been exceeded. The mention above of of taking action within 48 hrs or so is very good advice.

 

[antss]

Open an "item not as described" case.

Return the the item you received to the seller.  _ Be certain you get a Proof of Delivery !

Wait for what you bought to be sent again.

If that doesn't happen in a week or two -  contact ebay again , they will credit your account for the 800 euros.

 

[Peter_C]

Ebay almost always sides with the buyer so you should be covered. Think 99% siding with the buyer.

You can probably use google translate to put it in German. Just make sure to do it in both languages.

You have gotten a lot of good advice so far.

Good luck!